Customer success Team Lead

Job Summary:

The Customer Success Team Lead is responsible for ensuring customer satisfaction, retention, and growth by managing a team of customer success representatives. This role focuses on driving excellent customer experiences, building long-term relationships, and ensuring clients achieve maximum value from the company’s products or services.

Key Responsibilities:1. Team Leadership & Management

• Lead, mentor, and support the customer success team to ensure high performance and engagement.
• Set clear goals and KPIs for team members and regularly review performance.
• Conduct training sessions and provide coaching to enhance communication, product knowledge, and problem-solving skills.

2. Customer Relationship Management

• Build and maintain strong relationships with key customers to ensure satisfaction and loyalty.
• Act as an escalation point for complex customer issues and ensure timely resolution.
• Regularly check in with clients to understand their needs, pain points, and expectations.

3. Process Improvement & Service Quality

• Develop and implement customer success processes to improve efficiency and customer experience.
• Monitor customer feedback and suggest actionable improvements to internal teams.
• Ensure that support requests and inquiries are handled promptly and professionally.

4. Retention & Growth

• Work closely with the sales and account management teams to identify upsell and cross-sell opportunities.
• Track customer health scores, renewal rates, and churn metrics.
• Develop retention strategies to reduce customer churn and increase satisfaction.

5. Reporting & Analytics

• Prepare weekly and monthly reports on customer satisfaction, team performance, and key metrics.
• Analyze customer data to identify trends, risks, and opportunities for improvement.
• Present insights and recommendations to senior management.

6. Collaboration with Other Departments

• Coordinate with product, technical, and support teams to ensure smooth client onboarding and issue resolution.
• Share customer feedback with relevant departments to enhance product features and service quality.

Key Skills & Competencies:

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving and conflict-resolution expertise
• Customer-centric mindset with strategic thinking
• Strong organizational and analytical skills

Education & Experience:

• Bachelor’s degree in Business Administration, Marketing, or a related field
• 3–5 years of experience in customer success, client relations, or account management.
• Prior experience in SaaS or technology-based products is an advantage.

Job Type: Full-time

Pay: Rs70,000.00 - Rs80,000.00 per month

Work Location: In person